Company Description
Benefits of working at Together
26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
Free access to company holiday homes
Buy & sell holidays
Discretionary annual bonus plus an additional Shared Reward Bonus
Matched pension contribution
Health cash plan plus Private medical insurance
Life assurance and Critical illness cover
Travel season ticket loans and Ride to work scheme
Free local gym access
Local bar / restaurant discounts
Company Description We're Together. For over 50 years, we've helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.
We take the time to understand our customers and our door is always open, so we can often help when other lenders can't or won't. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.
Job Description As a
Collections Team Leader , you will be responsible for managing a team of front line colleagues to respond effectively to customer enquiries and deliver the right solutions whilst meeting all expected performance and quality targets. The Collections and Recoveries team are a customer facing telephony team consisting of Collections, Recoveries and Customer Support. We are focussed on providing high quality support to regulated and unregulated customers. Our aim is to understand a customer's circumstances and offer the appropriate sustainable support for customers in financial difficulties or experiencing life vulnerabilities. We achieve this through exceptional customer service, exercising common sense and treating customers with compassion.
As a
Collections Team Leader , you will be:
Managing a team of front line colleagues to deliver good customer outcomes whilst managing agreed SLAs Monitoring operational KPIs to understand and implement performance improvements Coaching and managing individuals and the team to achieve and improve on performance and quality targets Effectively managing absence levels to ensure customer service levels are achieved Identifying and escalating potential efficiencies to continually improve the effectiveness of process and individuals and embody a "first time resolution" culture within the team Dealing with escalated customer enquiries where appropriate and escalate onward where necessary to highlight potential incidents and help mitigate future risk Overseeing the delivery of good customer outcomes; balancing customer and commercial requirements Overseeing the management of late stage arrears by leading a team of colleagues who support the customer through the end to end recoveries process including litigation and repossession.
Qualifications Essential: A strong Collections background An excellent understanding of colleague, customer and intermediary requirements The ability to communicate effectively at all levels Strong people manager skills with the ability to coach individuals to achieve high performance standards whilst delivering good customer outcomes Consistent delivery against all KPIs Proven ability to manage a team effectively across balanced business scorecards to deliver key goals An excellent understanding of what a good customer outcome looks like
Additional Information If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks. #J-18808-Ljbffr
Company Description We're Together. For over 50 years, we've helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.
We take the time to understand our customers and our door is always open, so we can often help when other lenders can't or won't. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.
Job Description As a
Collections Team Leader , you will be responsible for managing a team of front line colleagues to respond effectively to customer enquiries and deliver the right solutions whilst meeting all expected performance and quality targets. The Collections and Recoveries team are a customer facing telephony team consisting of Collections, Recoveries and Customer Support. We are focussed on providing high quality support to regulated and unregulated customers. Our aim is to understand a customer's circumstances and offer the appropriate sustainable support for customers in financial difficulties or experiencing life vulnerabilities. We achieve this through exceptional customer service, exercising common sense and treating customers with compassion.
As a
Collections Team Leader , you will be:
Managing a team of front line colleagues to deliver good customer outcomes whilst managing agreed SLAs Monitoring operational KPIs to understand and implement performance improvements Coaching and managing individuals and the team to achieve and improve on performance and quality targets Effectively managing absence levels to ensure customer service levels are achieved Identifying and escalating potential efficiencies to continually improve the effectiveness of process and individuals and embody a "first time resolution" culture within the team Dealing with escalated customer enquiries where appropriate and escalate onward where necessary to highlight potential incidents and help mitigate future risk Overseeing the delivery of good customer outcomes; balancing customer and commercial requirements Overseeing the management of late stage arrears by leading a team of colleagues who support the customer through the end to end recoveries process including litigation and repossession.
Qualifications Essential: A strong Collections background An excellent understanding of colleague, customer and intermediary requirements The ability to communicate effectively at all levels Strong people manager skills with the ability to coach individuals to achieve high performance standards whilst delivering good customer outcomes Consistent delivery against all KPIs Proven ability to manage a team effectively across balanced business scorecards to deliver key goals An excellent understanding of what a good customer outcome looks like
Additional Information If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks. #J-18808-Ljbffr
